Customer Service Manager

Confidential Company; Dubai; On-site; AED 279,000 - 446,000; Full time

Benefits offered by this job

Healthcare benefits

Job summary

Confidential Company in Dubai seeks an experienced leader to head the Happiness Center, driving customer happiness and service excellence across the public-facing organization.

You will develop strategies, monitor satisfaction, lead a high-performing team, and report KPIs to senior management, ensuring alignment with Dubai Government standards and ongoing service improvements for top-tier citizen experience.

Qualifications

• Bachelor's degree in business administration, public administration, customer experience, or related field.
• Minimum 6 years of experience in customer happiness, customer experience, or service excellence.
• Experience in government or service-oriented organizations with high customer satisfaction.
• Strong knowledge of government service standards and happiness practices.

Responsibilities

• Lead and manage the Happiness Center and ensure high-quality customer service.
• Develop and implement customer happiness and service excellence strategies.
• Monitor customer satisfaction, feedback, complaints, and KPIs.
• Identify opportunities to improve customer experience and service delivery.
• Lead and develop the team for high performance and continuous improvement.
• Establish and monitor KPIs and prepare performance reports for senior management.
• Coordinate with internal departments and external stakeholders to resolve issues.
• Ensure services align with Dubai Government standards and best practices.

Skills

Customer happiness

Customer experience

Service excellence

Team leadership

KPI reporting

Education

Bachelor's degree in business administration

Public administration

Customer experience

Job description

looking for an experienced and results-driven professional to join a leading government/service-oriented organization in Dubai and lead customer happiness and service excellence initiatives.

Key Responsibilities:

• Lead and manage the Happiness Center and ensure high-quality customer service delivery.
• Develop and implement customer happiness and service excellence strategies.
• Monitor customer satisfaction, feedback, complaints, and service performance indicators.
• Identify opportunities to improve customer experience and enhance service delivery.
• Lead and develop the team, ensuring high performance and continuous improvement.
• Establish and monitor KPIs and prepare performance reports for senior management.
• Coordinate with internal departments and external stakeholders to resolve customer issues and improve services.
• Ensure services are aligned with Dubai Government standards and best practices.

Requirements:

• Bachelor’s degree in business administration, public administration, customer experience, or a related field.
• Minimum 6 years of relevant experience in customer happiness, customer experience, service excellence, or a similar field.
• Experience in a government or service-oriented organization recognized for achieving high customer satisfaction/happiness results, preferably among the top three performing entities.
• Strong knowledge of government service standards and customer happiness practices.